Your inbox gives you several ways to stay on top of client conversations — filtering by status, marking messages read, resolving replies you owe, archiving conversations you’re done with, blocking a number, and acting on several at once. This article covers each one.
Who Can Use This?
The Inbox is available to team members whose account has access to it. If you don’t see the Inbox in your left navigation, ask an admin on your team.
Filter Your Conversations
Filters at the top of your inbox let you focus on what matters right now:
- All — every conversation.
- Unread — conversations with a new message you haven’t opened.
- Awaiting reply — conversations where a client is waiting on a response from you.
- Open — your active conversations. This is your default view.
- Scheduled — conversations that have a message scheduled to send later.
- Archived — conversations you’ve archived (closed out).
- Filter by SMS Blast replies — conversations with the clients who replied to a specific SMS blast. Open the filter controls, choose SMS Blast, and pick the blast you want. This works alongside the status filters above. For the full walkthrough, see How to Filter Your Inbox by SMS Blast Replies.
Read and Unread
A conversation with a new message shows a red dot. Opening the conversation marks it read and clears the dot. You can also set it manually: open the conversation’s three-dot menu and choose Mark as read or Mark as unread — handy when you want to flag something to come back to.
Awaiting Reply and Resolving
When a client has messaged and is waiting on you, the conversation shows an Awaiting reply tag, and you can find all of them with the Awaiting reply filter. Once you’ve handled it — or if it doesn’t actually need a response — open the three-dot menu and choose Mark as resolved to clear the tag.
Archiving Conversations
When you’re finished with a conversation, archive it to clear it out of your Open view without deleting anything:
- Open the conversation’s three-dot menu.
- Choose Archive.
Archived conversations move to the Archived filter, where you can still read them. To bring one back, open its menu and choose Unarchive. If the client messages again, you’ll still see their new message.
Block a Phone Number
If a number should stop receiving any messages from your studio — a wrong number, spam, or someone who asked to be left alone entirely — you can block it right from the inbox:
- Open the conversation’s three-dot menu.
- Choose Block phone number (shown in red).
- Confirm in the pop-up by clicking Block number.
Once blocked, future messages from that number are silently dropped, and no outbound automations will be sent to it. You can review or unblock numbers later under Settings → Blocked Numbers.
Blocking is stronger than disabling texting or opting a client out. Blocking stops all inbound messages from that number and all outbound automations to it, so use it when you truly want no further contact.
Handling Several at Once
Each conversation in the list has a checkbox. Select the checkboxes on the conversations you want, then apply the same action to all of them at once — for example, mark them read or archive them together. This is the fastest way to clear out a batch of conversations.
Reactions on Messages
When a client reacts to one of your messages, that reaction shows up on the message. You’ll see two kinds: iPhone-style tapbacks (a heart, thumbs up, thumbs down, laugh, exclamation, or question mark) and WhatsApp emoji reactions. Hover over a reaction to see who added it.
Reactions are view-only in Loyalsnap — you’ll see the ones clients send, but you can’t add a reaction to a message yourself.
Troubleshooting / FAQs
Q: Where did a conversation go after I archived it?
A: It’s still there — switch to the Archived filter to find it. Archiving only removes it from your Open view; nothing is deleted.
Q: What’s the difference between “Unread” and “Awaiting reply”?
A: Unread means there’s a message you haven’t opened. Awaiting reply means a client is waiting on a response from you — you may have read it but not yet replied.
Q: I marked a conversation resolved but the client wrote back. What happens?
A: A new message from the client brings the conversation back into your inbox so you don’t miss it.
Q: What’s the difference between blocking a number and disabling texting?
A: Disabling texting (or opting a client out) stops your studio from texting them but keeps the conversation active. Blocking a phone number silently drops their future inbound messages and stops all outbound automations to that number. Manage blocked numbers under Settings → Blocked Numbers.
Q: Why is my inbox only showing some conversations?
A: Check which filter is selected at the top. Your inbox opens on the Open filter by default — switch to All to see everything, including archived conversations.
Q: What do the small icons on some of my messages mean?
A: Those are client reactions — an iPhone tapback (like a heart or thumbs up) or a WhatsApp emoji reaction. Hover over one to see who reacted. You can’t add reactions yourself from Loyalsnap.
If you’re still running into issues, reach out to your Loyalsnap rep or contact support@loyalsnap.com